Service Desk Analyst

The role, as part of the Canopius Service Desk team, is responsible for providing Level 1 and Level 2 IT support services across Canopius. The UK-based roles will be scheduled to work core UK hours (between 08:00 and 18:00), including some weekends. The Service Desk Analyst will focus on delivering high-performing, reliable, responsive, and resilient IT services across all Canopius offices.

The successful candidate will proactively support IT operations within the Service Desk environment at 1st and 2nd line level, escalating issues where required to ensure a smooth and effective support operation for end users. The role will provide Service Desk support to the Canopius user community and assist regional Technical Support team members. The Service Desk Analyst will also act as an active communicator of incidents and customer experience between IT and internal customers.

The role will support end users both in the office and remotely as the hybrid working environment continues to evolve, including support with Problems, Major Incidents, and ticket escalations. You will be the main point of contact via phone and ITSM tickets, ensuring accurate ticket logging and maintaining end-to-end ownership of logged calls.

This role would suit experienced Service Desk support professionals or someone looking to further develop their interest in IT and technology within a support team environment.

The role will be based in Manchester, covering UK core hours between 08:00 and 18:00 on a defined rota pattern. This will include some weekend working and occasional extended UK business hours. Hybrid working between the Manchester Hub and home will be supported within the agreed coverage pattern.

Key Responsibilities

• Good understanding of IT Service Desk call logging and ticket queue management, ensuring adherence to agreed SLA times
• Utilise knowledge base articles and procedure documentation to identify solutions and update information where required
• Participate in the development, publication, and regular review of IT support procedures, user support documentation, and reporting to help maintain high levels of customer service, satisfaction, and perception
• Liaise with 3rd Line support teams regarding escalations, problems, and major incidents
• Support testing activities where changes or new processes are being deployed
• Support and maintain the IT support function as part of a 24x7 global coverage model
• Provide 1st and 2nd Line IT support to the Canopius user community
• Maintain a customer-focused approach, delivering high-quality support and value to the customer base
• Always provide excellent customer service, demonstrating empathy and patience when supporting users
• Answer telephone calls in a professional, confident, and timely manner, with a strong focus on first-time fixes
• Accurately record user requests and issues within the Service Desk ticketing system
• Adhere to agreed SLAs and KPIs
• Participate in the incident queue management rota, ensuring incident queues are actively managed, triaged, and escalated appropriately on allocated rota days
• Respond to IT Service Desk calls within agreed SLA times
• Ensure calls outside of the Service Desk resolution or support scope are routed promptly to the appropriate resolver teams
• Where incidents or issues cannot be resolved by the Service Desk, ensure timely escalation to 3rd Line support teams in line with published SLAs and customer expectations
• Manage customer communications effectively, ensuring users are kept informed of progress and that high-impact issues are identified and escalated appropriately
• Carry out basic administration of Active Directory, Exchange, and O365 systems in line with the Canopius Joiners, Movers, and Leavers Policy and other IT procedures
• Support software and licence management activities
• And other ad hoc duties as required.

Skills and experience

• Minimum of 12 months’ experience within a Service Desk, Customer Service, or IT Support role
• Experience providing 1st and 2nd Line IT support, preferably within a corporate environment
• Experience using ITSM tools, ideally ServiceNow
• Working knowledge of Microsoft desktop operating systems and Microsoft Office products, particularly O365, Teams, SharePoint Online, OneDrive, and OneNote
• Basic understanding of PCs, laptops, smartphones, and associated technologies
• Awareness and understanding of IT Service Desk toolsets, processes, and remote access tools
• Experience supporting a geographically dispersed user base
• Strong communication skills, both written and verbal, with the ability to interact effectively with stakeholders at all levels across the business
• Strong organisational and time management skills, with the ability to prioritise tasks effectively
• ITIL Foundation certification is highly desirable
• Demonstrates an interest in technology, with the ability and willingness to learn and support new systems and technologies
• Confident in managing day-to-day support activities, with the ability to think both tactically and strategically
• High attention to detail with a strong focus on accuracy and quality of work
• Proactive self-starter who shows initiative and is willing to take ownership of tasks and responsibilities
• Strong collaborator with excellent relationship-building skills and the ability to work effectively with people from diverse cultures and backgrounds